cable television survey mashpee, massachusettsinc. comcast’s existing license to provide cable...

CABLE TELEVISION SURVEY MASHPEE, MASSACHUSETTS

December 2008

UNIVERSITY OF MASSACHUSETTS DARTMOUTH CENTER FOR POLICY ANALYSIS

The University of Massachusetts Dartmouth Center for Policy Analysis is a multidisciplinary research unit that promotes economic, social, and political development by providing research and technical assistance to client organizations. The Center for Policy Analysis offers custom designed research and technical analysis in the areas of economic development, public management, program evaluation and polling research for government agencies, non-profit organizations, private businesses, and educational institutions. The Center for Policy Analysis strives to erode the walls between research and teaching by training students in the techniques of applied social science and by conducting university and community based educational programs. The Center for Policy Analysis does not pursue a predetermined research agenda, but is a flexible research organization responding on a timely basis to the problems and issues identified by client agencies.

Clyde W. Barrow, Ph.D., Political Science Director

EXECUTIVE BOARD

David Borges, M.P.A., Public Administration Chris Eisenhart, Ph.D., English John Fobanjong, Ph.D., Political Science Assistant Director/Senior Research Associate Senior Research Associate Senior Research Associate William Hogan, Ph.D., Economics Toby Huff, Ph.D., Sociology Susan Krumholz, J.D., Ph.D., Sociology Senior Research Associate Senior Research Associate Senior Research Associate Spencer Ladd, Ph.D., M.F.A., Design Robin A. Robinson, Psy.D, Ph.D., Social Welfare Senior Research Associate Senior Research Associate Gail Russell, M.S., Ed.D., Nursing Shawna E. Sweeney, Ph.D., Political Science Senior Research Associate Senior Research Associate Jeffrey Robinson, M.P.A., Public Administration Paul Vigeant, M.A., Public Administration Luther Wallin, M.R.P., Regional Planning Adjunct Research Associate Adjunct Research Associate Senior Research Associate

EXECUTIVE STAFF

David Borges, M.P.A., Public Administration Matthew Hirschy, B.S., Marketing Assistant Director/Senior Research Associate Research Assistant

Andrea Davis, B.S., Sociology Assistant to the Director

ADJUNCT RESEARCH ASSOCIATES

Paul Vigeant, M.A., Public Administration SouthCoast Development Partnership

Correspondence and inquiries should be addressed to: Center for Policy Analysis, University of Massachusetts Dartmouth, 285 Old Westport Road, North Dartmouth, Massachusetts 02747-2300 (telephone: 508-990-9660; fax: 508-999-8374). Copyright © Center for Policy Analysis. All rights reserved. Author: David R. Borges, Assistant Director, Center for Policy Analysis Website URL: www.umassd.edu/cfpa The information and analysis in this report does not represent an official statement or view of the University of Massachusetts. Polling and Program Evaluation Research Series No. 73

Table of Contents

Executive Summary .................................................................................................................. iii

1.00 Introduction ........................................................................................................................1

2.00 Methodology .......................................................................................................................1

2.10 Survey Instrument .................................................................................................................... 1

2.20 Sampling Procedures ............................................................................................................... 1

2.30 Telephone Interviewer Training and Supervision ............................................................... 1

2.40 Analysis of Results ................................................................................................................... 2

3.00 Results .................................................................................................................................3

3.10 Cable Competition and Availability of Comcast Cable Television Services .................... 3

3.11 Cable Competition ......................................................................................................................... 3

3.12 Availability of Comcast Cable Television at Home and at Work ............................................ 4

3.13 Extension of Comcast Cable Services to All Mashpee Residents and Businesses ................. 5

3.20 Satisfaction with Quality of Comcast Cable TV Services .................................................... 6

3.21 Satisfaction with Various Services ............................................................................................... 6

3.22 Subscriber Contact with Comcast ................................................................................................ 7

3.30 Public, Educational, and Government (PEG) Programming .............................................. 8

3.31 How Much Do You Value PEG Programming?......................................................................... 8

3.32 Town Meetings Coverage ............................................................................................................. 9

3.33 Additional Community Events Programming ........................................................................ 10

3.34 Funding for Studio Equipment, Mobile Recording Equipment, and Training in Video Production ..................................................................................................... 11

3.40 Comcast Video on Demand and On-Screen Interactive Program Guide ....................... 12

3.41 Familiarity with Comcast’s Video on Demand and Availability for PEG Programming .. 12

3.42 Electronic Program Guide ........................................................................................................... 13

3.50 Customer Service Center ....................................................................................................... 14

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3.60 Ability to Override Programming with Emergency Messages ........................................ 15

3.70 Senior Discounts ..................................................................................................................... 16

3.71 Who Should Receive Discount? ................................................................................................. 16

3.72 Should Senior Discount Be Part of the Town’s New Cable Television Renewal License? ......................................................................................................................... 17

3.80 Reason Respondent Does not Subscribe to Comcast Cable .............................................. 18

3.90 Additional Comments ............................................................................................................ 20

Appendix A – Survey Instrument ...........................................................................................22

Appendix B – Frequencies .......................................................................................................30

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EXECUTIVE SUMMARY

Cable television service for residents of Mashpee, Massachusetts is provided by Comcast, Inc. Comcast’s existing license to provide cable television service in Mashpee expires in November of 2009. The results of this random sample telephone survey will help the Town determine the viewing patterns, satisfaction levels, and needs of Mashpee residents with regard to the cable television services provided by Comcast. The results will be considered as the Town: (i) requests services from Comcast for a renewal term and (ii) reviews Comcast’s application for a cable television license renewal.

A total of 505 telephone interviews were conducted with Mashpee households from June 25, 2008 to July 1, 2008. Ninety-nine percent of households (99.0%) indicate that Comcast cable is available where they live and 79.4 percent (N=401) subscribe to Comcast cable. These households pay an average of $65.64 for their cable service, not including Internet or telephone.

Results of the survey include:

Availability of Comcast Cable Television at Home and at Work

Nearly all respondents (99.0%) indicate that Comcast cable is available where they live, while 79.0 percent indicate that Comcast is available where they work in Mashpee. There is strong support among subscribers for making Comcast cable television service available to all Mashpee residents and businesses:

• 90.5 percent of respondents agree that Comcast cable television service should be made available to all residents, and

• 85.4 percent of respondents agree that cable television services should be made available to all Mashpee businesses.

Cable Competition

Respondents were asked if they would like to see other companies provide cable television services in Mashpee, competing with Comcast. Nearly eighty percent of respondents (79.5%) would like to see other companies provide cable television services in Mashpee, while 9.7 percent would not like other companies to provide cable television services and 10.8 percent do not know. Subscriber Contact with Comcast Customer Service

More than fifty-six percent of respondents who are Comcast subscribers (56.6%) have called customer service to resolve an issue in the past year. The highest percentage of respondents called for loss of service/signal (45.1%), followed by problems with cable equipment (25.7%), poor reception (20.0%), billing problems (18.0%), and other issues (1.0%).

The highest annual average number of times called was for loss of service/signal (2.1 calls

annually), followed by billing problems (1.8 calls annually), problems with cable equipment (1.6 calls annually), poor reception (1.6 calls annually), and other issues (1.4 calls annually).

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Satisfaction with Various Cable Services

Subscribers were asked to rate the quality of the various cable TV services they receive on a scale of 1 to 5, with 1 meaning poor and 5 meaning excellent. On average, respondents are generally satisfied with the services they receive from Comcast, with respondents rating each service an average of 3.1 or above:

• quality of the signal reception (4.3 average),

• reliability and clarity of billing (4.0 average),

• reliability of the converter box (4.0 average),

• quality of customer support personnel (3.9 average),

• consistency of the sound level (3.8 average),

• response time of service technicians/repairs (3.7 average),

• response time on billing inquiries/complaints (3.7 average),

• amount of time required to reach a customer service representative by telephone (3.4 average), and

• overall value of cable service/support for the price paid (3.1 average).

Public, Educational, and Government (PEG) Programming

Public, Educational and Government (PEG) programming includes local programs such as government meetings, community events, and school events. Respondents were asked several questions regarding PEG programming. • Respondents were asked how much they value having access to PEG programming on a

scale of highly value, somewhat value, do not value, and don’t know. Over a quarter of respondents (25.7%) highly value access to PEG programming, while 51.4 percent of respondents somewhat value access to PEG programming, 21.7 percent do not value access to PEG programming, and 1.2 percent do not know.

• Respondents were provided a list of six Town of Mashpee meetings and asked if they

would like to see, or continue to see, these meetings broadcast on cable television. A majority of respondents indicate that they would like to see four of the six meetings listed on the questionnaire broadcast on cable television:

Board of Selectmen (67.2%), School Committee (59.0%), Planning Board and/or Zoning Board of Appeals (52.0%), Annual and/or Special Town (51.4%), Historic District Committee (34.6%), and Other board and committee meetings (33.5%).

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• More than forty-seven percent of respondents (47.1%) would like to see more community events programming, while 31.3 percent of respondents would not like to see more community events programming and 21.7 percent of respondents do not know.

• More than four in five respondents (80.3%) agree that Comcast should continue to provide funding for studio equipment, mobile recording equipment, and training in video production, which enables town residents and staff to produce local programs for cable television, while 6.3 percent of respondents disagree and 13.4 percent do not know.

Comcast Video on Demand

Video on Demand (VOD) offers programs that are available any time customers want to watch them — with the ability to fast forward, rewind, and pause selections. Respondents were asked if they are familiar with Comcast’s Video on Demand service and if they would like PEG programming to be available as Video on Demand. More than eighty-four percent of respondents (84.2%) are familiar with Comcast’s Video on Demand and 55.9 percent indicate that they would like PEG programming to be available as Video on Demand, while 24.7 percent of respondents would not like PEG to be available as Video on Demand and 19.4 percent indicate that they do not know. Electronic Program Guide

Respondents were asked if they are familiar with Comcast’s Electronic Program Guide and if they would like to have the PEG programming schedule included as part of the Guide. More than forty-five percent of respondents (45.5%) indicate that they are familiar with Comcast’s Electronic Program Guide and 86.3 percent would like PEG programming to be included as part of the Guide, while 10.2 percent of respondents would not like PEG programming to be included as part of the Guide and 3.5 percent of respondents indicate that they do not know.

Customer Service Center

Comcast currently operates and staffs a customer service center in Mashpee, where subscribers can pick-up or return equipment and pay bills. More than two-thirds of respondents (68.6%) strongly agree that Comcast should continue to operate the customer service center, while 13.5 percent of respondents somewhat agree, 15.1 percent of respondents neither agree nor disagree, 1.8 percent of respondents somewhat disagree, and 1.1 percent of respondents strongly disagree.

Ability to Override Programming with Emergency Messages

A large majority of respondents (96.9%) feel that the Comcast should provide emergency officials with the ability to override cable programming with emergency messages on all cable system channels, while 4.8 percent of respondents do not agree, and 1.0 percent of respondents do not know.

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Senior Discounts

Respondents were asked if there should be a discount provided to senior citizens over the age of 65 regardless of need/income level or to senior citizens based on need/income level. Over fifty-six percent of respondents (56.6%) feel that a discount should be extended to all seniors regardless of need/income, while 36.8 percent of respondents indicate that the discount should be based on need/income and 6.6 percent of respondents do not know.

As a follow-up question, respondents were asked if a senior discount should be part of the Town of Mashpee’s new cable television renewal license. More than eighty-one percent of respondents (81.1%) indicate that a discount for seniors should be part of the Town of Mashpee’s new cable television renewal license, while 7.6 percent of respondents disagree and 11.3 percent do not know.

Reason Respondent Does Not Subscribe to Comcast Cable

Non-subscribers (20.6%, N=104) were asked to indicate on a scale of 1 to 5 why they do not subscribe to Comcast cable, with 1 meaning they strongly disagree and 5 meaning they strongly agree. On average, respondents most strongly agree that they do not subscribe to Comcast cable because:

• they use a satellite dish to receive signals (4.6 average), • the monthly bill is too high (4.5 average), or • the installation cost is too high (3.7 average).

Respondents on average least agree that they do not subscribe to Comcast cable because:

• they have no television/do not watch TV (1.3 average), • Comcast cable is not available on their street (1.3 average), or • they use over the air signals only (1.4 average).

Additional Comments

Respondents were asked to provide additional comments. The comments are numerous and

wide-ranging but the major themes, followed by the number of respondents for each, are:

• Comcast is too expensive/Overpriced/Can’t afford rates (N=21). • Need competition/Competition would be good for the town (N=21). • Very happy with Comcast/overall service (N=8). • Seniors should get a discount (N=5). • Comcast has poor customer service (N=4). • Would like an a la carte [pricing] structure (N=4). • Rates go up without notice (N=3). • Senior citizens should not get a discount (N=3).

Mashpee Cable Television Survey, December 2008

Center for Policy Analysis University of Massachusetts Dartmouth

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1.00 INTRODUCTION

Cable television service for residents of Mashpee, Massachusetts is provided by Comcast, Inc. Comcast’s existing license to provide cable television service in Mashpee expires in November of 2009. The results of this random sample telephone survey will help the Town determine the viewing patterns, satisfaction levels, and needs of Mashpee residents with regard to the cable television services provided by Comcast. The results will be considered as the Town: (i) requests services from Comcast for a renewal term and (ii) reviews Comcast’s application for a cable television license renewal.

A total of 505 telephone interviews were conducted with Mashpee households from June 25,

2008 to July 1, 2008. Nearly eighty percent of households (79.3% N=401) subscribe to Comcast cable, which provides a margin of error of +/- 4.8 percent for the complete set of subscriber data.1

2.00 METHODOLOGY

2.10 Survey Instrument

The telephone survey was conducted using a survey instrument developed by the Center for Policy Analysis and the Town of Mashpee in conjunction with the consortium of Cape Cod towns that are collaborating on certain aspects of their respective cable television license renewal processes. A copy of the survey instrument can be found in Appendix A.

2.20 Sampling Procedures

The Center for Policy Analysis uses the Genesys Sampling System from Marketing Systems Group to generate random telephone numbers. The Genesys Sampling System is used by many major survey organizations. The system uses a list of all possible telephone numbers in the United States to randomly generate a telephone sample for a designated geographic area. The survey was conducted using a random digit dialing (RDD) sample. The RDD sample ensures an equal and known probability of selection for every residential telephone number in the sample frame.

2.30 Telephone Interviewer Training and Supervision

Student research assistants and Center staff were employed as telephone interviewers. These interviewers have conducted numerous telephone polls on behalf of the Center and all have been trained intensively, including practice interviews. Senior-level staff at the Center for Policy Analysis monitored the interviewers at all times to ensure high quality data collection.

1 There is a 4.8 percent margin of error at a confidence interval of 95 percent. This means that if a question from the survey was asked 100 times, 95 of those times the percentage of people giving a particular answer to the question would be within 4.8 points of the percentage who gave the same answer in this poll. However, the number of responses is lower for some questions (e.g. non-cable subscribers), thus the margin of error is higher in those cases.



2

The Center for Policy Analysis conducted interviews between 9:00 am and 8:00 pm on weekdays and 9:00 am to 4:00 pm on Saturday and Sunday. This range of hours provides the interviewers with an opportunity to contact hard to reach respondents, a procedure crucial to producing high quality survey data. Return calls were scheduled at the convenience of the respondents. The Center’s senior staff continually monitored the progress of interview outcomes to prevent problem cases that could interfere with the integrity of survey procedures. The survey procedures used by the Center for Policy Analysis adhere to the highest quality academic and government research standards.

2.40 Analysis of Results

Basic frequencies were tabulated for each survey question (see Appendix B). The sample was weighted to account for sample bias, specifically non-response error. Non-response error is defined as the tendency of some groups to respond to a survey at lower or higher rates in comparison to other groups. No matter how carefully a sample is selected, some members of the sample simply cannot be reached. For example, some households may not have a telephone, have a wireless telephone only, or use Caller ID or their answering machine to screen calls. In general, it is more difficult to contact younger males by telephone than it is to contact older females.

In this sample, females and older respondents are over-represented. Weighting the data allocates more “weight” to groups that are under-represented (e.g. younger males), while providing less weight to groups that are over-represented (e.g. older females). In other words, weighting adjusts the sample so that it looks more like the actual population of Mashpee as defined by the U.S. Census Bureau. All data in this report have been weighted to adjust for gender and age, although differences between the weighted sample and non-weighted sample are relatively minor for nearly all questions.


3.00 RESULTS

A total of 505 telephone interviews were conducted with Mashpee households. Ninety-nine percent of households (99.0%) indicate that Comcast cable is available where they live and 79.4 percent (N=401) subscribe to Comcast cable. These households pay an average of $65.64 for their cable service, not including Internet or telephone.

3.10 Cable Competition and Availability of Comcast Cable Television

Services

3.11 Cable Competition

At the present time, Comcast is the only company providing cable television services to Mashpee residents. Respondents were asked if they would like to see other companies provide cable television services in Mashpee, competing with Comcast. Nearly eighty percent of respondents (79.5%) would like to see other companies provide cable television services in Mashpee, while 9.7 percent would not like other companies to provide cable television services and 10.8 percent do not know (see Table 1 and Figure 1).

Table 1 Would You Like Other Companies to Provide

Cable Television Services to Mashpee Residents?

Percent

Yes 79.5%

No 9.7%

Don’t Know 10.8%

Figure 1

Would you Like to See Other Companies Provide Cable Television Services to Sandwich Residents?

No6.8%Don't Know

4.0%

Yes89.2%


3


3.12 Availability of Comcast Cable Television at Home and at Work

Comcast cable television service is not available to all Mashpee residents and businesses. Nearly all respondents (99.0%) indicate that Comcast cable is available where they live, while 79.0 percent indicate that Comcast is available where they work in Mashpee (see Table 2 and Figure 2).

Table 2 Is Cable Television Service from Comcast

Available Where You Live and Where You Work in Mashpee?

Available at Home

Available at Work2

Yes 99.0% 79.0% No 0.9% 15.0% Don’t Know 0.1% 5.9%

Figure 2

Is Cable Television Service from Comcast Available Where You Live and Where You Work in

Sandwich?

99.4%

76.9%

0.3% 0.3%11.2% 11.9%

0.0%

25.0%

50.0%

75.0%

100.0%

125.0%

Available at Home Available at Work

YesNoDon’t Know

2 Respondents who are retired, unemployed, or do not work in Mashpee are not included in the results. There were 145 respondents who work in Mashpee, thus conclusions should be made with caution due to the small number of respondents for this question.


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3.13 Extension of Comcast Cable Services to All Mashpee Residents and Businesses

Respondents were asked if they believe that cable television services should be made available to all Mashpee residents and businesses, without additional charges to new customers other than standard installation charges. Overall, there is strong support for making Comcast cable television services available to all Mashpee residents and businesses; more than ninety percent of respondents (90.5%) agree that cable television services should be available to all residents and 85.4 percent of respondents agree that cable television services should be made available to all Mashpee businesses (see Table 3 and Figure 3). .

Table 3 Should Cable Television Services be Available to

All Mashpee Residents and Businesses?

Available to All Residents

Available to All Businesses

Yes 90.5% 85.4% No 4.5% 7.6% Don’t Know 5.1% 6.9%

Figure 3

Should Cable Television Services be Available to All Sandwich Residents and Businesses?

85.9%

4.5% 6.0%

89.6%

6.0% 8.1%

0.0%

25.0%

50.0%

75.0%

100.0%

Available at Home Available at Work

YesNoDon’t Know


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3.20 Satisfaction with Quality of Comcast Cable TV Services

3.21 Satisfaction with Various Services Subscribers were asked to rate the quality of the various cable TV services they receive on a scale of 1 to 5 and 5 meaning excellent. On average, respondents are generally satisfied with the services they receive from Comcast, with respondents rating each service an average of 3.1 or above. Respondents are most satisfied with the quality of the signal reception (4.3 average), followed by the reliability and clarity of billing (4.0 average), the reliability of their converter box (4.0 average), the quality of customer support personnel (3.9 average), the consistency of the sound level (3.8 average), the response time on billing inquiries/complaints (3.7 average), the response time of service technicians/repairs (3.7 average), the amount of time required to reach a customer service representative by telephone (3.4 average), and the overall value of their cable service for the price paid (3.1 average) (see Figure 4).

Figure 4

Satisfaction with Cable TV Services

3.1

4.0

4.0

4.3

3.9

3.8

3.4

3.7

3.7

1.00 2.00 3.00 4.00 5.00

Overall value (of cable service/support) for price paid

Time to reach a Comcast customer service rep. byphone

Response time of service technicians/repairs

Response time on billing inquiries/complaints

Consistency of Sound Level

Quality of customer support personnel

Reliability of converter box

Reliability and clarity of billing

Quality of signal reception

Poor Excellent

Average on a Scale of 1 to 5


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3.22 Subscriber Contact with Comcast

Subscribers were asked how many times they have called Comcast in the past twelve months to resolve various problems such as loss of signal, poor reception, and billing problems. More than fifty-six percent of respondents who are Comcast subscribers (56.6%) have called customer service to resolve an issue in the past year. The highest percentage of respondents called for loss of service/signal (45.1%), followed by problems with cable equipment (25.7%), poor reception (20.0%), billing problems (18.0%), and other issues (1.0%).3

In terms of the average number of times called for each issue, the highest annual average number of times called was for loss of service/signal (2.1 calls annually), followed by billing problems (1.8 calls annually), problems with cable equipment (1.6 calls annually), poor reception (1.6 calls annually), and “other” issues (1.4 calls annually) (see Table 4 and Figure 5).

Table 4 Level of Contact with Comcast

Issue

Percent Who Called in Last

12 Months

Avg. # Times Called in Last

12 Months4

Loss of Service/Signal 45.1% 2.1

Problems with Cable Equipment 25.7% 1.6 Poor Reception 20.0% 1.6 Billing Problems 18.0% 1.8

Other Issues 1.0% 1.4 Note: Table is sorted by percent who called in the last 12 months.

Figure 5

Subscriber Contact with Comcast

45.1%

20.0%18.0%

1.0%

25.7% 1.4

1.81.61.6

2.1

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

Loss ofService/Signal

Problems withCable Equipment

Poor Reception Billing Problems Other Issues

Perc

ent

0

0.5

1

1.5

2

2.5

Ave

rage

% Who Called Avg. # Times Called

3 Other issues include changing service/packages, Internet problems, cost increases, and complaints about the removal of channels. 4 Average calculated from respondents who called for each complaint and does not include respondents who did not call.


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3.30 Public, Educational, and Government (PEG) Programming

Public, Educational and Government (PEG) programming includes local programs such as government meetings, community events, and school events. Respondents were asked several questions regarding PEG programming. 3.31 How Much Do You Value PEG Programming?

Respondents were asked how much they value having access to Public, Educational and Government Access programming, including programming such as local Board of Selectmen and School Committee Meetings, Town Meetings, other government meetings, community events and public programming, and school events including athletic events, performing arts and concerts, and graduations.

Over a quarter of respondents (25.7%) highly value access to PEG programming, while 51.4

percent of respondents somewhat value access to PEG programming, 21.7 percent do not value access to PEG programming, and 1.2 percent do not know (see Table 5 and Figure 6).

Table 5 How Much Do You Value Having

Access to PEG Programming?

Percent

Highly Value 25.7%

Somewhat Value 51.4%

Do Not Value 21.7%

Don’t Know 1.2%

Figure 6

How Much Do You Value Having Access to PEG Programming?

4.9%

34.6%

14.0%

46.5%

0.0%

25.0%

50.0%

75.0%

100.0%

Highly Value Somewhat Value Do Not Value At All Don't Know


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3.32 Town Meetings Coverage

Respondents were asked if they would like to continue to see various Town of Mashpee meetings cablecast on cable television. A majority of respondents indicate that they would like to see four of the six meetings listed on the questionnaire cablecast, including Board of Selectmen (67.2%), School Committee (59.0%), Planning Board and/or Zoning Board of Appeals (52.0%), and Annual and/or Special Town (51.4%) meetings. Less than a majority of respondents would like to see Historic District Committee meetings (34.6%) and other board and committee meetings (33.5%) cablecast on cable television (see Table 6 and Figure 7).

Table 6 Would You Like to See the Following

Town of Mashpee Meetings Cablecast?

Yes No Don’t Know

Board of Selectmen Meetings 67.2% 27.5% 5.3%

School Committee Meetings 59.0% 36.1% 4.9%

Planning Board and/or Zoning Board of Appeals Meetings

52.0% 38.5% 9.5%

Annual and/or Special Town Meetings 51.4% 39.1% 9.5%

Historic District Committee Meetings 34.6% 53.4% 12.0%

Other Board or Committee Meetings 33.5% 51.1% 15.4%

Figure 7

Would Like to Continue to See the Following Town of Sandwich Meetings Cablecast on Cable Television?

74.4%

55.6%

60.8%

71.7%

50.2%

49.2%

0.0% 20.0% 40.0% 60.0% 80.0%

Historic District Committee Meetings

Other Board or Committee Meetings

Planning Board and/or Zoning Boardof Appeals Meetings

Annual and/or Special Town Meetings

School Committee Meetings

Board of Selectmen Meetings


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3.33 Additional Community Events Programming

Respondents were asked if they would like to see more community events programming such as sporting events and concerts. More than forty-seven percent of respondents (47.1%) would like to see more community events programming, while 31.3 percent of respondents would not like to see more community events programming and 21.7 percent of respondents do not know (see Table 7 and Figure 8). Respondents who highly value local programming (see Section 3.31) are more likely to want to see more community events programming in comparison to respondents who place less value on local programming.

Table 7 Would You Like to See More Community Events

Programming Such as Sporting Events and Concerts?

Percent

Yes 47.1%

No 31.3%

Don’t Know 21.7%

Figure 8

Would You Like to See More Community Events Programming Such as Sporting Events and Concerts?

No35.7%

Don't Know17.7%

Yes46.6%


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3.34 Funding for Studio Equipment, Mobile Recording Equipment, and Training in Video Production

Respondents were asked if Comcast should continue to provide funding for studio equipment, mobile recording equipment and training in video production, which enables town residents and staff to produce local programs for cable television. More than four in five respondents (80.3%) agree that Comcast should continue to provide funding for these items and services, while 6.3 percent of respondents disagree and 13.4 percent do not know (see Table 8 and Figure 9).

Table 8 Should Comcast Continue to Provide

Funding for Studio Equipment, Mobile Recording Equipment and Training in Video Production?

Percent

Yes 80.3%

No 6.3%

Don’t Know 13.4%

Figure 9

Should Comcast Continue to Provide Funding for Studio Equipment, Mobile Recording

Equipment and Training in Video Production?

No6.4%

Don't Know9.0%

Yes84.6%


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3.40 Comcast Video on Demand and On-Screen Interactive Program Guide

3.41 Familiarity with Comcast’s Video on Demand and Availability for PEG Programming

Video on Demand (VOD) offers programs that are available any time customers want to watch them — with the ability to fast forward, rewind and pause selections. More than eighty-four percent of respondents (84.2%) indicate that they are familiar with Comcast’s Video on Demand, while 15.8 percent are not familiar with this service (see Table 9).

Respondents were asked if they would like PEG programming, including government

meetings, to be available as Video on Demand so that they can watch the programming at their convenience.5 A majority of respondents (55.9%) indicate that they would like PEG programming to be available as VOD, while 24.7 percent of respondents would not like PEG to be available as VOD and 19.4 percent indicate that they do not know (see Table 9 and Figure 10). A higher percentage of respondents who are familiar with VOD would like PEG programming to be available as VOD in comparison to respondents who are not familiar with VOD.

Table 9 Comcast Video on Demand

Familiar

with VOD?

PEG Available as VOD?

Yes 84.2% 55.9% No 15.8% 24.7% Do Not Know N/A 19.4%

Figure 10

Would You Like the Public, Educational, and Government Access Programming to be Available as Video On Demand?

No27.7%

Don't Know15.4%

Yes56.9%

5 This question was asked to all subscribers regardless of whether or not they were familiar with Video on Demand.


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3.42 Electronic Program Guide

Respondents were asked if they are familiar with Comcast’s Electronic Program Guide. The Program Guide enables customers to find a show on any channel, set favorite channels, use parental controls to block specific channels or individual programs and to record any television show with a digital video recorder. More than forty-five percent of respondents (45.5%) indicate that they are familiar with Comcast’s Electronic Program Guide, while 53.7 percent are not familiar with this service (see Table 10).

Respondents who indicated that they are familiar with the Electronic Program Guide were

asked if they would like to have the PEG program schedule included as part of the Guide. More than eighty-six percent of respondents (86.3%) would like to have the PEG program schedule included as part of the Electronic Program Guide, while 10.2 percent of respondents would not like to have the PEG program schedule included as part of the Guide and 3.5 percent of respondents indicate that they do not know (see Table 10 and Figure 11).

Table 10 Electronic Program Guide

Familiar with

Guide?

Should PEG Schedule Be

Included? Yes 45.5% 86.3% No 53.7% 10.2% Don’t Know N/A 3.5%

Figure 11

Would You Like to Have the Public, Educational, and Government Access Program Schedule Included as Part of Comcast’s Electronic

Program Guide?

No10.2%

Don't Know3.5%

Yes86.3%


13


3.50 Customer Service Center Comcast currently operates and staffs a customer service center in Mashpee, where

subscribers can pick-up or return equipment and pay bills. Respondents were asked how strongly they agree or disagree that Comcast should continue to operate the customer service center in Mashpee.

More than two-thirds of respondents (68.6%) strongly agree that Comcast should

continue to operate the customer service center, while 13.5 percent of respondents somewhat agree, 15.1 percent of respondents neither agree nor disagree, 1.8 percent of respondents somewhat disagree, and 1.1 percent of respondents strongly (see Table 11 and Figure 12).

Table 11 How Strongly Do You Agree or

Disagree that Comcast Should Continue to Operate the Customer Service Center in Mashpee?

Percent

Strongly Agree 68.6%

Somewhat Agree 13.5%

Neither Agree Nor Disagree 15.1%

Somewhat Disagree 1.8%

Strongly Disagree 1.1%

Figure 12

How Strongly Do You Agree or Disagree that Comcast Should Continue to Operate the Customer Service Center in

Sandwich?

67.6%

23.7%

7.7%0.3% 0.7%

0.0%

20.0%

40.0%

60.0%

80.0%

Strongly Agree SomewhatAgree

Neither AgreeNor Disagree

SomewhatDisagree

StronglyDisagree


14


3.60 Ability to Override Programming with Emergency Messages

Respondents were asked if they would like Comcast to provide the Town of Mashpee with the ability to override programming with emergency messages on all cable system channels for Mashpee cable television subscribers. A large majority of respondents (96.9%) feel that Comcast should provide emergency officials with the ability to override cable programming, while 1.4 percent of respondents do not agree and 1.7 percent of respondents do not know (see Table 12 and Figure 13).

Table 12 Should the Cable Operator Provide Mashpee with the

Ability to Override Programming On All Cable System Channels with Emergency Messages for Cable Television Subscribers?

Percent Yes 96.9% No 1.4% Don’t Know 1.7%

Figure 13

Should the Cable Operator Provide Sandwich with the Ability to Override Programming On All Cable System

Channels with Emergency Messages for Cable Television Subscribers?

No4.8%

Don't Know1.0%

Yes94.2%


15


3.70 Senior Discounts 3.71 Who Should Receive Discount?

Respondents were asked if there should be a discount provided to all senior citizens, over age 65, regardless of need/ income level, or to senior citizens based on need/income level. Over fifty-six percent of respondents (56.6%) feel that a discount should be extended to all seniors regardless of need/income, while 36.8 percent of respondents indicate that the discount should be based on need/income and 6.6 percent of respondents do not know (see Table 13 and Figure 14).

Table 13

Should Discount Be Provided to All Senior Citizens to All Seniors or Based on Need/Income Level?

Percent Discounts to All Seniors 56.6% Discount Based on Need 36.8% Don’t Know 6.6%

Figure 14

Should Discount Be Provided to All Senior Citizens to All Seniors or Based on Need/Income Level?

Discount Based on Need38.5%

Don’t Know3.1%

Discounts to All Seniors58.4%


16


3.72 Should Senior Discount Be Part of the Town’s New Cable Television Renewal License?

Respondents were asked if a senior discount should be part of the Town of Mashpee’s new cable television renewal license. More than eighty-one percent of respondents (81.1%) indicate that a discount for seniors should be part of the Town of Mashpee’s new cable television renewal license, while 7.6 percent of respondents disagree and 11.3 percent do not know (see Table 14 and Figure 15).

Table 14 Should Senior Discount Be Part of the Town’s

New Cable Television Renewal License?

Percent Yes 81.1% No 7.6% Don’t Know 11.3%

Figure 15

Should Senior Discount Be Part of the Town’s New Cable Television Renewal License?

No7.9%

Don’t Know5.3%

Yes86.8%


17


3.80 Reason Respondent Does not Subscribe to Comcast Cable Non-subscribers (20.6%, N=104) were asked to indicate on a scale of 1 to 5 why they do not

subscribe to Comcast cable, with 1 meaning they strongly disagree and 5 meaning they strongly agree.6 On average, respondents most strongly agree that they do not subscribe to cable because they use a satellite dish to receive signals (4.6 average), the monthly bill is too high (4.5 average) and that the installation cost is too high (3.7 average). Respondents on average least agree that they do not subscribe to cable because they have no television/do not watch TV (1.3 average), Comcast cable is not available on their street (1.3 average), and that they use over the air signals only (1.4 average) (see Table 15 and Figure 16).

Table 15 Why Have You Chosen Not to Subscribe to Comcast Cable?

Average Scale (1 to 5)

Use a satellite dish to receive signals 4.6

Monthly bill is too high 4.5

Installation cost is too high 3.7

Use over-the-air signals only 1.4

Comcast cable not available 1.3

No television/Does not watch TV 1.3

Figure 16

Reason for Not Subscribing to Comcast Cable

1.3

3.7

1.4

1.3

4.5

4.6

0.00 1.00 2.00 3.00 4.00 5.00

Comcast cable notavailable

No television/Does notwatch TV

Use over-the-air signalsonly

Installation cost is toohigh

Monthly bill is too high

Use a satellite dish toreceive signals

Strongly Disagree Strongly Agree

Average on a Scale of 1 to 5

6 Due to the low number of responses for this question, conclusions should be made with caution.


18



19

Other reasons provided by subscribers to explain why they do not subscribe to Comcast include:

• Satellite is a better value (N=13). • Better channels/packages with satellite (N=11). • Verizon bundle is a better deal (N=6). • Do not watch television (N=5). • Comcast eliminating too many channels (N=4). • Comcast is expensive (N=4). • Better picture quality with satellite (N=3). • Comcast service is poor (N=3). • Comcast does not provide Turner Classic Movies. • Comcast does not provide Yankees channel. • Comcast is always raising prices. • Comcast signals keep cutting out. • DISH Network has free football.



20

3.90 Additional Comments

Respondents were asked to provide additional comments. The comments are numerous and varied with many relating to the cost of Comcast cable, competition, programming, and various customer service issues:

• Comcast is too expensive/Overpriced/Can’t afford rates (N=21). • Need competition/Competition would be good for the town (N=21). • Very happy with Comcast/overall service (N=8). • Seniors should get a discount (N=5). • Comcast has poor customer service (N=4). • Would like an a la carte [pricing] structure (N=4). • Rates go up without notice (N=3). • Senior citizens should not get a discount (N=3). • Comcast has poor quality, would switch if able (N=2). • Need price adjustment on basic expanded cable (N=2). • Would like Verizon FiOS to be available (N=2). • [Need] better reception. • Can't watch the Red Sox without buying an entire cable package for $51. • Comcast doesn't care about the elderly. • Comcast needs to control on the volume. • Comcast not user-friendly for elderly. • Comcast should send out licensed contractors rather than Comcast employees for repairs

and services. • Discount should be given to people supporting families rather than seniors. • Do not like being charged one month in advance. • Employees in Trade Winds Plaza should have different lunch times. • Friends in another town pay less for more. • Happy with DISH Network. • Highly offensive that you have to pay to watch NBC and CBS programs on VOD. • More educational channels and soap operas. • More programs for seniors. • Need better programs. • Need more movies for seniors. • Need TV guide directory.



21

• No longer get On Demand with TiVo. • On Demand prices increased. • People who are disabled and on SSI should get a discount. • Prices go up, channels go away. • Prices go up, service declines. • Senior discounts should start at age 55 and also include the disabled. • Should have local sports team on basic cable. • Too many commercials. • Too many religious shows. • Town should negotiate a fair price for cable. • Very annoyed about losing channels and then getting charged to have them. • Would like Hallmark and Turner Classic movies back. • Would like more channels for basic cable. • Would like to see more historical and educational things on television. • Would like Turner Movie Classics with cable.


APPENDIX A – SURVEY INSTRUMENT

Hi, my name is and I'm calling from UMass Dartmouth. How are you today? We are conducting a short survey regarding cable television service in Mashpee. Are you a resident of Mashpee? [If no, end interview]. Comcast's license to provide cable television service to the Town of Mashpee expires in September, 2009. The results of this survey will help the Town to determine how the community feels about the services and programming that Comcast provides to the Town. The results will then be considered as the Town of Mashpee (i) requests services to be provided by Comcast during a new renewal term, and (ii) deliberates Comcast's responses to the Town’s requests. Q1. Do you have just a couple of minutes to complete the survey?

1 YES 2 NO [INTERVIEWER READ: YOUR OPINIONS ARE VERY IMPORTANT. ARE

YOU SURE YOU DON’T HAVE JUST A COUPLE OF MINUTES TO COMPLETE THE SURVEY? (IF NO, THANK RESPONDENT FOR THEIR TIME AND END CALL)].

Q2. Thank you. First, I'd like to ask if you are at least 18 years of age.


22

1 YES 2 NO [INTERVIWER READ: IS SOMEONE OVER 18 IS AVAILABLE? [IF NO READ:

THANK YOU. I WILL CALL BACK AT ANOTHER TIME]. Q3. Is cable television service from Comcast available where you live in Mashpee?

1 YES 2 NO [SKIP TO QUESTION 30] 9 DK/REFUSED [SKIP TO QUESTION 30]

Q4. Do you subscribe to Comcast cable television?

1 YES 2 NO [SKIP TO QUESTION 29] 9 DK/REFUSED [SKIP TO QUESTION 29]

Q5. At the present time, Comcast is the only company providing cable television services to Mashpee

residents. Would you like to see other companies provide cable television services in Mashpee as well, competing with Comcast?

1 YES 2 NO 3 DON’T KNOW 9 REFUSED


Q6. Is cable television service available where you work in Mashpee?

1 YES 2 NO 3 DOES NOT WORK IN MASHPEE/RETIRED 9 DK/REFUSED

Q7 Do you think that cable television service should be available to all residents in the Town without

additional charges based on location (other than a “standard” installation charge)?


Q8. Do you think that cable television service should be available to all businesses in the Town

without additional charges based on location (other than a “standard” installation charge)?


Q9. On a scale of 1 to 5, with 1 being poor and 5 being excellent, how would you rate the following

categories regarding your cable television service? How about:

Poor

Below Avg.

Average

Above Average

Excellent

DK

A. Quality of picture/signal reception 1 2 3 4 5 6

B. Consistency of sound level 1 2 3 4 5 6

C. Reliability of converter box 1 2 3 4 5 6

D. Response time of service technicians/repairs 1 2 3 4 5 6

E. Reliability and clarity of billing 1 2 3 4 5 6

F. Response time on billing inquiries/complaints 1 2 3 4 5 6

G. Quality of customer support personnel 1 2 3 4 5 6

H. Time to reach a Comcast customer service representative by phone

1 2 3 4 5 6

I. Overall value (of cable service/support) for price paid

1 2 3 4 5 6


23



24

Q10. How many times in the past year have you contacted Comcast regarding any of the following for cable television services? [If respondent has not called please put in "0"]

A. LOSS OF SERVICE/SIGNAL

B. POOR RECEPTION

C. BILLING PROBLEMS

D. PROBLEMS WITH CABLE EQUIPMENT

E. OTHER COMPLAINTS _______ Please describe:

Q11. How much do you value having access to Public, Educational and Government Access

programming, including programming such as local Board of Selectmen and School Committee Meetings, Town Meetings, other government meetings, community events and public programming, and school events including athletic events, performing arts and concerts, and graduations? Do you:

1 HIGHLY VALUE 2 SOMEWHAT VALUE 3 DO NOT VALUE AT ALL 4 DON’T KNOW 9 REFUSED

Q12. Do you watch local parades, community programs, such as talk programs, and other local events on the public Cable Channel 13?7

1 YES 2 NO 9 DK/REFUSED

Q13. Do you watch any of the sporting events, concerts, School Committee or other programming on

the educational Cable Channel 14?


Q14. Do you watch local government programs, such as Selectmen’s meetings, Planning Board or

Finance Committee meetings on the government Cable Channel 15?


7 Questions 12, 13, and 14 were worded incorrectly. Consequently, the results are not valid and are not included in the report.



25

Q15. Please tell me whether or not you would like to continue to see the following Town of Mashpee meetings cablecast on cable television. How about:

Yes

No Don’t Know

A BOARD OF SELECTMEN MEETINGS 1 2 3

B SCHOOL COMMITTEE MEETINGS 1 2 3

C PLANNING BOARD AND/OR ZONING BOARD OF APPEALS MEETINGS

1 2 3

D HISTORIC DISTRICT COMMITTEE MEETINGS 1 2 3

E OTHER BOARD OR COMMITTEE MEETINGS 1 2 3

F ANNUAL AND/OR SPECIAL TOWN MEETINGS 1 2 3 Q16. Would you like to see more community events programming such as sporting events and

concerts?


Q17. Should Comcast continue to provide funding for studio equipment, mobile recording equipment

and training in video production, which enables local residents and staff to produce local programs for cable television?




26

Q18. Now I’d like to ask you a couple of questions about The Institutional Network or “I-Net.”

As part of its current license with the Town, Comcast maintains a separate network for the Town’s audio, video and data use, called the I-Net. The I-Net provides a link between Town buildings and is used by the Town for public services such as police, fire, public schools and other municipal agencies. The I-NET is also necessary for the cablecast of live on-location televised events such as: Selectmen Meetings, Parades, Town Meeting, and Graduation. The Town is not charged for use of the I-Net. 8

a. Would you like to see the continued use of the I-Net by the Town for audio, video and data purposes?


b. Should the town negotiate the extension of the I-Net to additional town buildings and locations

acquired since the current I-Net was installed?


Q19. Now I would like to ask you a question about Comcast’s Video on Demand service. Video on Demand offers programs that are available any time customers want to watch them - with the ability to fast forward, rewind and pause selections. Are you familiar with Comcast’s Video on Demand service?

1 YES 2 NO 9 REFUSED

p Q20. Would you like Mashpee Public, Educational, and Government Access programming, including

government meetings, to be available as Video On Demand (VOD) so that you can watch this programming at your convenience?


8 Not applicable to Mashpee.


Now I’d like to ask you a question about the TV Guide Channel. Comcast has traditionally offered a non-interactive scrolling program guide on channel 3 for channels 2 through 99. In December 2007, Comcast removed this TV Guide Channel from the Basic Service Tier.

Q21. Do you believe the town should seek the return of this TV Guide Channel to the Basic Service Tier?9


Q22. Are you familiar with Comcast’s Electronic Program Guide on the digital tier?

1 YES 2 NO


27

9 REFUSED

Q23. Would you like to have the Public, Educational, and Government Access program schedule

included as part of the Comcast’s Electronic Program Guide in order to know when this programming is going to be broadcast?


Q24. How strongly do you agree or disagree that Comcast should continue to operate the customer

service center in Mashpee? Do you

1 STRONGLY AGREE 2 SOMEWHAT AGREE 3 NEITHER AGREE NOR DISAGREE 4 SOMEWHAT DISAGREE 5 STRONGLY DISAGREE 6 DON’T KNOW 9 REFUSED

9 Not applicable to Mashpee.



28

Q25. Would you like to see Comcast provide the Town of Mashpee with the ability to override programming on all cable system channels with emergency messages for Mashpee cable television subscribers?


Senior Citizen Discount

Q26. Do you think there should be a discount provided to all senior citizens, over age 65, regardless of

need/ income level, or to senior citizens based on need/ income level?”

1 DISCOUNTS TO ALL SENIORS 2 DISCOUNTS BASED ON NEED 3 DON’T KNOW 9 REFUSED

Q27. Do you think that such a senior discount should be part of the Town of Mashpee’s new cable

television renewal license?


Q28. How much do you pay each month for cable TV (but not including Internet or telephone

service)?

$ _______________



29

[Only ask the next question if the respondent DOES NOT have cable TV] Q29. I am going to read to you a list of reasons why some residents might not subscribe to Comcast

cable. On a scale of 1 to 5, with 1 meaning that you strongly disagree and 5 meaning that you strongly agree, can you explain why you have chosen not to subscribe to Comcast cable?

Strongly

Disagree Strongly Agree DK

a. The installation cost is too high 1 2 3 4 5 6

b. The monthly bill too high 1 2 3 4 5 6

c. You use a satellite dish to receive signals 1 2 3 4 5 6

d. You use over-the-air signals only. 1 2 3 4 5 6

e. You have no television/You don’t watch TV 1 2 3 4 5 6

f. Cable is not available on your street 1 2 3 4 5 6

g. Any other reason?

Ok, we are almost done. I would just like to ask a few questions about you.

Q30. Do you mind telling me your age? Q31. Sex 1 MALE 2 FEMALE Q32. Do you have any additional comments?


APPENDIX B – FREQUENCIES Explanation of Terms: • Frequency – Actual count for each choice, including respondents who refused to answer a

question and “missing” respondents. Missing respondents are explained below.

• Percent – Percent of respondents for each choice, based on the count.

• Valid Percent – This is the column that is primarily used in the report data. Excludes “missing” and “system” data and may exclude respondents who answered “don’t know” or who refused to answer the question.

• Cumulative Percent - The valid percent of that value added to the valid percent of the previous values.

• Missing - Includes respondents who were excluded primarily because they refused to answer the question or were not asked the question (system).

• System – Comprises respondents who are non-subscribers and may include respondents who refused to answer a question.

Is cable television service from Comcast available where you live?

500 99.0 99.0 99.04 .9 .9 99.81 .2 .2 100.0

505 100.0 100.0

yesnodon't knowTotal

ValidFrequency Percent Valid Percent

CumulativePercent

Do you subscribe to Comcast cable television?

401 79.4 79.4 79.4104 20.6 20.6 100.0505 100.0 100.0

yesnoTotal

ValidFrequency Percent Valid Percent

CumulativePercent


30


Would you to see other companies provide cable television services inMashpee as well, competing with Comcast?

319 63.1 79.5 79.539 7.7 9.7 89.243 8.6 10.8 100.0

401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal

Frequency Percent Valid PercentCumulative

Percent

Is cable television service available where you work in Mashpee?

128 25.3 79.0 79.024 4.8 15.0 94.110 1.9 5.9 100.0

162 32.0 100.0

240 47.4

104 20.6343 68.0505 100.0

yesnodon't know/refusedTotal

Valid

does not work insandwich/retiredSystemTotal

Missing

Total


Percent

Do you think that cable television service should be available to all residents inthe town without additional charges based on location?

363 71.8 90.5 90.518 3.5 4.5 94.920 4.0 5.1 100.0

401 79.4 100.00 .1

104 20.6104 20.6505 100.0


Valid

refusedSystemTotal

Missing

Total


Percent


31


Do you think that cable television service should be available to all businessesin town without additional charges based on location?

342 67.8 85.4 85.431 6.0 7.6 93.128 5.5 6.9 100.0

401 79.4 100.00 .1

104 20.6104 20.6505 100.0


Valid

refusedSystemTotal

Missing

Total


Percent

How would you rate the quality of picture/signal reception?

1 .3 .3 .33 .5 .6 1.0

45 9.0 11.3 12.2161 32.0 40.3 52.5190 37.7 47.5 100.0401 79.4 100.0

0 .1104 20.6104 20.6505 100.0

poorbelow averageaverageabove averageexcellentTotal

Valid

don't know/refusedSystemTotal

Missing

Total


Percent

How would you rate the consistency of sound level?

15 2.9 3.7 3.732 6.3 8.0 11.7

100 19.8 24.9 36.6115 22.7 28.6 65.2140 27.6 34.8 100.0401 79.4 100.0

0 .1104 20.6104 20.6505 100.0


Valid


Missing

Total


Percent


32


How would you rate the reliability of the converter box?

3 .5 .8 .89 1.8 2.8 3.6

94 18.6 28.8 32.488 17.5 27.1 59.5

132 26.2 40.5 100.0326 64.6 100.0

75 14.8104 20.6179 35.4505 100.0


Valid


Missing

Total


Percent

How would you rate the response of service technicians/repairs?

8 1.6 2.7 2.714 2.7 4.7 7.4

101 20.0 34.5 42.0103 20.4 35.1 77.1

67 13.3 22.9 100.0293 57.9 100.0109 21.5104 20.6212 42.1505 100.0


Valid


Missing

Total


Percent

How would you rate the reliability and clarity of billing?

8 1.5 1.9 1.99 1.8 2.3 4.3

115 22.8 29.7 33.9106 21.1 27.4 61.4150 29.7 38.6 100.0388 76.8 100.0

13 2.6104 20.6117 23.2505 100.0


Valid


Missing

Total


Percent


33


How would you rate the response time on billing inquiries/complaints?

1 .1 .2 .214 2.9 4.7 4.8

121 24.1 39.4 44.2108 21.4 35.0 79.2

64 12.7 20.8 100.0308 61.1 100.0

93 18.4104 20.6197 38.9505 100.0


Valid


Missing

Total


Percent

How would you rate the quality of customer support personnel?

1 .2 .3 .311 2.2 3.3 3.695 18.7 27.8 31.4

135 26.8 39.8 71.298 19.4 28.8 100.0

340 67.4 100.061 12.1

104 20.6165 32.6505 100.0


Valid


Missing

Total


Percent


34


How would you rate the time to reach a Comcast customer service representative byphone?

12 2.4 3.7 3.748 9.5 14.5 18.3

127 25.1 38.3 56.577 15.2 23.3 79.867 13.2 20.2 100.0

330 65.4 100.071 14.0

104 20.6175 34.6505 100.0


Valid


Missing

Total


Percent

How would you rate the overall value (of cable service/support) for price paid?

28 5.6 7.1 7.183 16.5 21.0 28.1

160 31.7 40.3 68.482 16.3 20.7 89.143 8.6 10.9 100.0

398 78.7 100.03 .6

104 20.6107 21.3505 100.0


Valid


Missing

Total


Percent


35


How many times in the past year have you contacted Comcast regardingloss of service/signal?

83 16.5 46.1 46.159 11.7 32.6 78.714 2.8 7.9 86.615 2.9 8.2 94.8

5 1.0 2.8 97.60 .1 .2 97.83 .5 1.5 99.31 .3 .7 100.0

181 35.8 100.0324 64.2505 100.0

1234561012Total

Valid

SystemMissingTotal


Percent

How many times in the past year have you contacted Comcast regardingpoor reception?

57 11.3 71.3 71.314 2.8 17.4 88.8

4 .9 5.5 94.32 .3 2.2 96.42 .4 2.3 98.81 .2 1.2 100.0

80 15.8 100.0425 84.2505 100.0

1234510Total

Valid

SystemMissingTotal


Percent


36


How many times in the past year have you contacted Comcast regardingbilling problems?

47 9.4 65.4 65.415 2.9 20.2 85.7

3 .6 4.2 89.83 .5 3.6 93.41 .3 1.8 95.32 .3 2.4 97.62 .3 2.4 100.0

72 14.3 100.0433 85.7505 100.0

12346710Total

Valid

SystemMissingTotal


Percent

How many times in the past year have you contacted Comcast regardingproblems with cable equipment?

62 12.3 60.4 60.426 5.2 25.4 85.811 2.1 10.4 96.2

1 .3 1.3 97.50 .1 .4 97.92 .4 2.1 100.0

103 20.4 100.0402 79.6505 100.0

123456Total

Valid

SystemMissingTotal


Percent

How many times in the past year have you contacted Comcast regardingother complaints?

3 .5 76.8 76.80 .1 11.6 88.40 .1 11.6 100.04 .7 100.0

501 99.3505 100.0

123Total

Valid

SystemMissingTotal


Percent


37


How much do you value having access to Public, Education and Government Accessprogramming?

103 20.4 25.7 25.7206 40.8 51.4 77.1

87 17.2 21.7 98.85 1.0 1.2 100.0

401 79.4 100.0104 20.6505 100.0

highly valuesomewhat valuedo not value at alldon't knowTotal

Valid

SystemMissingTotal


Percent

Would you like to continue to see board of selectmen meetings?

270 53.4 67.2 67.2110 21.8 27.5 94.7

21 4.2 5.3 100.0401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Would you like to continue to see school committee meetings?

237 46.9 59.0 59.0145 28.7 36.1 95.1

20 3.9 4.9 100.0401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent


38


Would you like to continue to see planning board and/or zoning board ofappeals meetings?

209 41.3 52.0 52.0155 30.6 38.5 90.5

38 7.5 9.5 100.0401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Would you like to continue to see historic district committee meetings?

139 27.5 34.6 34.6214 42.4 53.4 88.0

48 9.5 12.0 100.0401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Would you like to continue to see other board or committee meetings?

135 26.6 33.5 33.5205 40.6 51.1 84.6

62 12.2 15.4 100.0401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Would you like to continue to see annual and/or special town meetings?

206 40.9 51.4 51.4157 31.1 39.1 90.5

38 7.5 9.5 100.0401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent


39


Would you like to see more community events programming?

189 37.4 47.1 47.1125 24.8 31.3 78.3

87 17.2 21.7 100.0401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Should Comcast continue to provide funding to enable residents to producelocal programs?

322 63.8 80.3 80.325 5.0 6.3 86.654 10.6 13.4 100.0

401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Are you familiar with Comcast's Video on Demand service?

337 66.8 84.2 84.263 12.6 15.8 100.0

401 79.4 100.00 .1

104 20.6104 20.6505 100.0

yesnoTotal

Valid

refusedSystemTotal

Missing

Total


Percent


40


Would you like Public, Educational and Government access programming to beavailable on Video on Demand?

224 44.4 55.9 55.999 19.7 24.7 80.678 15.4 19.4 100.0

401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Are you familiar with Comcast's Electronic Program Guide on the digitaltier?

183 36.2 45.5 45.5216 42.7 53.7 99.3

3 .6 .7 100.0401 79.4 100.0104 20.6505 100.0

yesnorefusedTotal

Valid

SystemMissingTotal


Percent

Would like to the have the PEG program schedule included as part ofComcast's EPG?

158 31.2 86.3 86.319 3.7 10.2 96.56 1.3 3.5 100.0

183 36.2 100.0322 63.8505 100.0


Valid

SystemMissingTotal


Percent


41


How strongly do you agree or disagree that Comcast should continue to operate thecustomer service office?

264 52.3 68.6 68.652 10.3 13.5 82.1

58 11.5 15.1 97.2

7 1.3 1.8 98.94 .8 1.1 100.0

386 76.4 100.014 2.7

2 .4104 20.6119 23.6505 100.0

strongly agreesomewhat agreeneither agree nordisagreesomewhat disagreestrongly disagreeTotal

Valid

don't knowrefusedSystemTotal

Missing

Total


Percent

Would you like to see Comcast provide the town with the ability to overrideprogramming with emergency messages?

389 77.0 96.9 96.96 1.1 1.4 98.37 1.4 1.7 100.0

401 79.4 100.0104 20.6505 100.0


Valid

SystemMissingTotal


Percent

Do you think there should be a discount provided to all senior citizens regardless ofneed/income level?

226 44.9 56.6 56.6147 29.2 36.8 93.4

27 5.3 6.6 100.0400 79.3 100.0

1 .2104 20.6105 20.7505 100.0

discounts to all seniorsdiscounts based on needdon't knowTotal

Valid

refusedSystemTotal

Missing

Total


Percent


42


Do you think that such a senior discount should be part of the town's newcable television renewal license?

325 64.4 81.1 81.130 6.0 7.6 88.745 9.0 11.3 100.0

401 79.4 100.00 .1

104 20.6104 20.6505 100.0


Valid

refusedSystemTotal

Missing

Total


Percent

Is the installation cost too high?

8 1.6 9.3 9.34 .7 4.3 13.5

19 3.8 21.9 35.531 6.1 35.5 71.025 5.0 29.0 100.087 17.2 100.016 3.1

402 79.6418 82.8505 100.0

1.002.003.004.005.00Total

Valid

6.00SystemTotal

Missing

Total


Percent

Is the monthly bill too high?

6 1.1 6.4 6.46 1.1 6.1 12.4

15 2.9 16.1 28.565 12.8 71.5 100.091 18.0 100.013 2.6

401 79.4414 82.0505 100.0

1.003.004.005.00Total

Valid

6.00SystemTotal

Missing

Total


Percent


43


Do you use satellite dish to receive signals?

9 1.8 9.0 9.03 .6 3.0 12.1

90 17.9 87.9 100.0103 20.3 100.0

1 .2401 79.4402 79.7505 100.0

1.003.005.00Total

Valid

6.00SystemTotal

Missing

Total


Percent

Do you use over the air signals only?

79 15.7 86.8 86.85 1.0 5.8 92.57 1.4 7.5 100.0

91 18.1 100.012 2.5

401 79.4414 81.9505 100.0

1.003.005.00Total

Valid

6.00SystemTotal

Missing

Total


Percent

Do you not have a television or not watch television?

83 16.4 92.5 92.57 1.3 7.5 100.0

90 17.8 100.014 2.8

401 79.4415 82.2505 100.0

1.005.00Total

Valid

6.00SystemTotal

Missing

Total


Percent


44


Is cable not available on your street?

83 16.4 93.1 93.16 1.2 6.9 100.0

89 17.6 100.015 3.0

401 79.4416 82.4505 100.0

1.005.00Total

Valid

6.00SystemTotal

Missing

Total


Percent


45

cable television survey mashpee, massachusettsinc. comcast’s existing license to provide cable...

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